ITSM Lead

Pharmacy2U | Certified B Corp; Leeds; Hybrid; GBP 80,000 - 105,000; Part time

Job summary

Pharmacy2U is seeking an ITSM Lead to own and drive the Jira Service Management platform strategy from our Leeds-based hybrid office. The role focuses on transforming Jira environments, workflows, permissions and automations to standardise processes across the business.

You will partner with technical and business stakeholders, translate requirements into effective Jira solutions, and enhance user experience while enabling automation and governance.

Qualifications

• Proven experience leading Jira Service Management platforms
• Strong expertise in Jira configuration, workflows, automations, governance and service management best practices
• Good understanding of ITSM principles and ITIL
• Demonstrated ability to translate business requirements into scalable, user-focused solutions
• Experience driving process improvement, automation and operational efficiency
• Strong stakeholder management and communication skills, with the ability to engage technical and non-technical audiences
• Experience with the Atlassian ecosystem, including Confluence, integrations and Assets/CMDB
• Proactive, organised and improvement-focused, with a passion for delivering excellent service experiences

Responsibilities

• Own the overall Jira platform strategy, roadmap and continuous improvement programme
• Conduct a comprehensive review of the existing Jira environment, including projects, workflows, permissions, automations, integrations and configurations
• Redesign and standardise Jira processes and workflows across the business
• Design and implement new Jira functionality, dashboards, reports, automations and service management capabilities
• Partner with business and technical stakeholders to gather requirements and translate them into effective Jira solutions
• Enhance the Jira user experience, ensuring the platform is intuitive, consistent and easy to use
• Identify opportunities to automate manual processes and improve operational efficiency
• Establish governance, standards and best practices for Jira usage across the organisation
• Manage platform configuration changes, ensuring they are tested, documented and implemented effectively
• Collaborate with technical teams to deliver integrations between Jira and other business systems
• Monitor platform performance, adoption and usage, using insights to drive continuous improvement
• Support change management and user adoption through clear communication, training and documentation
• Act as the Jira subject matter expert, providing guidance on platform capability and best practice
• Stay up to date with Atlassian developments and identify new features and functionality that could add value to the business

Skills

ITSM principles

ITIL

Stakeholder management

Requirements translation

Communication

Tools

Jira Service Management

Jira workflows

Jira configurations

Confluence

Assets/CMDB

Integrations

Job description

Role: ITSM Lead

Location: We operate a hybrid schedule, meaning 2-3 days a week in the office based at Thorpe Park, Leeds.

Contract type: Contract until April 2027

Employment type: Full time

Working hours: We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!

Do you want to work for the nation's largest online pharmacy ensuring excellence for all our patients? We're a market leader in the pharmacy world, with 25 years' experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

Salary: Up to £500 per day

What you'll be doing?

• Own the overall Jira platform strategy, roadmap and continuous improvement programme
• Conduct a comprehensive review of the existing Jira environment, including projects, workflows, permissions, automations, integrations and configurations
• Redesign and standardise Jira processes and workflows across the business
• Design and implement new Jira functionality, dashboards, reports, automations and service management capabilities
• Partner with business and technical stakeholders to gather requirements and translate them into effective Jira solutions
• Enhance the Jira user experience, ensuring the platform is intuitive, consistent and easy to use
• Identify opportunities to automate manual processes and improve operational efficiency
• Establish governance, standards and best practices for Jira usage across the organisation
• Manage platform configuration changes, ensuring they are tested, documented and implemented effectively
• Collaborate with technical teams to deliver integrations between Jira and other business systems
• Monitor platform performance, adoption and usage, using insights to drive continuous improvement
• Support change management and user adoption through clear communication, training and documentation
• Act as the Jira subject matter expert, providing guidance on platform capability and best practice
• Stay up to date with Atlassian developments and identify new features and functionality that could add value to the business

Who are we looking for?

• Proven experience leading Jira Service Management platforms, including transformation, optimisation or implementation initiatives
• Strong expertise in Jira configuration, workflows, automations, governance and service management best practices
• Good understanding of ITSM principles and frameworks, particularly ITIL
• Demonstrated ability to translate business requirements into scalable, user-focused solutions
• Experience driving process improvement, automation and operational efficiency
• Strong stakeholder management and communication skills, with the ability to engage technical and non-technical audiences
• Experience with the Atlassian ecosystem, including Confluence, integrations and Assets/CMDB
• Proactive, organised and improvement-focused, with a passion for delivering excellent service experiences

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.